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CAI Software, LLC · 2 months ago

Service Desk Lead, Executive Support

Salt Lake, Utah, United States

Full-time

Onsite

Mid Level

3+ years exp

CAI Software, LLC is seeking a highly skilled Service Desk Lead for Executive Support to provide exceptional technical assistance to senior leaders at their global headquarters in Salt Lake City. The role focuses on ensuring seamless productivity for executives by troubleshooting technology issues and providing high-touch IT support.

ConsultingSoftwareWeb Development

Work & Life Balance

Responsibilities

Deliver responsive, high-touch IT support to executives and senior staff in person and remotely

Troubleshoot and resolve hardware and software issues quickly and effectively across Windows and macOS laptops

Support Office 365 and Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint, etc.)

Configure and maintain laptops, peripherals, and mobile devices

Assist with user access, password resets, and basic Active Directory functions

Manage and document incidents, resolutions, and preventive actions

Anticipate executive technology needs and proactively prepare systems and devices for meetings or travel

Ensure meeting rooms, AV equipment, and conference technology are ready and tested before critical sessions

Handle technical crises calmly, communicate clearly, and drive rapid resolution with minimal disruption

Provide white-glove service with professionalism, discretion, and attention to detail

Collaborate with infrastructure, networking, and security teams when escalation or coordination is required

Qualification

IT support experienceWindows 10/11 knowledgeMicrosoft 365 proficiencyHardware troubleshootingNetwork fundamentalsTicketing tools experienceCustomer service mindsetProfessional demeanorHigh sense of urgencyCommunication skillsProblem-solving abilityAttention to detailConfidentialityReliability

Required

3–5 years of experience in IT support, with at least 1 year supporting executive or high-priority users

Strong knowledge of Windows 10/11 and macOS environments

Proficiency with Microsoft 365 applications and administration basics

Hands-on experience with laptop hardware troubleshooting and replacements

Familiarity with network fundamentals (Wi-Fi, VPN, printers, connectivity)

Experience using ticketing and remote support tools

Exceptional communication and interpersonal skills — able to interact confidently with executives and non-technical users

Professional appearance, discretion, and a customer-first attitude

Ability to stay composed, prioritize effectively, and solve problems in fast-paced situations

Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred

Equivalent professional experience considered

Strong customer service mindset and ownership of issues from start to finish

Professional demeanor and ability to represent IT in executive settings

High sense of urgency, reliability, and confidentiality

Ability to think ahead, anticipate needs, and deliver without waiting for direction

Preferred

Experience with Azure AD, Intune, or other device management platforms

Familiarity with Apple device management (Jamf, MDM)

Basic scripting knowledge (PowerShell or Bash)

Exposure to server or network environments

IT certifications such as CompTIA A+, Microsoft 365 Certified, or Apple ACSP

Company

CAI Software, LLC

Glassdoor3.8

CAI Software, LLC delivers mission-critical, production-oriented software to Manufacturers and Food & Beverage producers, processors, and distributors.

Founded in 1978

Smithfield, Rhode Island, USA

501-1000 employees